Yamen Areeb

Experience

• 

  HDB Financial Services Ltd.

  Feb 2017 - Jan 2018

  Customer Service Advisor

  ● Managed a portfolio of Prime customers with the objective of enhancing and deepening their relationship with the bank by regularly contacting the customers on phone, email or chat. ● Ensured speedy resolution of issues while maintaining high customer satisfaction. ● Developed a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs.

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  Concentrix

  Aug 2018 - Nov 2019

  Customer Service Advisor

  ● Handled inbound calls received from customers enquiring about their account, product or process-related information.● Troubleshooted customer issues all the way to resolution while ensuring compliance with the company’s guidelines and policies.● Ensured service delivered to customers meets contractual Key Performance Indicators (KPI’s).● Clarify customer requirements, probe for understanding, and use decision-support tools and resources to appropriately provide resolution to the customers. Show less

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  Teleperformance

  Nov 2019 - Jan 2022

  Customer Service Representative

  ● Handled customer queries via chat or email while ensuring information security for sensitive data. Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses.● Reply to customer queries by e-mail and other platforms within a set SLA of 24hours. Processed, fixed, or unblocked orders/queued items accurately and dealtwith complaints appropriately, in line with agreed processes, procedures, and timelines.● Monitored and Audited transactions performed by CSRs against internal/external quality assurance requirements to deliver excellent customer experience. ● Collaborated with the technical team to resolve complex issues, escalating cases as necessary while keeping customers informed of progress. Show less

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  FrontRow

  May 2022 - Oct 2022

  Customer Success Associate

  • Handling customers’ cases which may include enquiries, orders, or complaints related to their accounts which required direct contact with the customers through a variety of contact formats.• Responsible to provide resolution for all enquiries related to troubleshooting procedures, the expected resolution time, and updates on the progress made to ensure strong customer satisfaction.• Escalating customer feedback as required. • Following up with the customers to find out if the solution actually worked, and taking note of the customer's suggestions on what can potentially improve their experience.• Co-ordinate with various teams within the company to ensure customer’s queries are addressed to provide accurate and prompt resolution.• To retain the customers in case of dissatisfaction with the products or services. • Suggested new ideas which have the potential to benefit the business. • Prepare complete and accurate work including appropriately notating accounts as required. Show less

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  Saarthi Pedagogy Pvt Ltd

  Nov 2022 - now

  ●Performing product Demonstrations to potential Clients, staff and otherstakeholders.● Creating and executing a seamless onboarding process. Providing training and support to new and existing customers.● Ensuring customers understand the product's value and how to utilize it effectively.● Providing ongoing support and guidance by proactively addressing customer issues and concerns. ● Sharing customer insights with the product and development teams.

  • Customer Success Manager

    Dec 2023 - now

  • Assistant Customer Success Manager

    Nov 2022 - Nov 2023